Beyond ITSM Article Series

Dave Rosenlund (Trundl)

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Hi, everyone. The leaders of the CSX Masters (formerly ITSM/ESM Masters), a virtual Atlassian Community Events chapter, have decided to contribute articles related to the Atlassian Service Collection on an ongoing basis.

We’ve already published two articles, but there are more in the pipeline. We’ll maintain a living index here, so as the list grows, it’ll be easier to find the articles.

Here it is. Sorted newest to oldest.

 

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Title	Published	Core Focus
In the Age of AI, XLAs are a Leadership Move	August 1, 2026	Leadership: focusing on Customer Service Experience (CSX) outcomes
You don't have a platform problem. You have an operating model problem.	July 9, 2026	Overuse & Abuse of Assignment Groups / Queues
Your CMDB Was Never Working. The Translator Was.	June 9, 2026	CMDBs & AI (Assets & Rovo)
Your Service Catalogue is Lying to You!	May 15, 2026	IT Service Catalogues
What Team ’26 Taught Me About AI-Native Service Management	May 11, 2026	Relevant news from Team '26
The Hidden Reason ITSM-to-ESM Transformations Stall	April 7, 2026	Enterprise Service Management (ESM)

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👉 You have a say in this❗️

There are more articles in the pipeline and we're interested in hearing your suggestions. If you have one, drop it in this thread.

 

Caity Belta

Love this @Dave Rosenlund _Trundl_ ! What an awesome resource this will become!